Role Description

The Scheduler / On-Call Virtual Assistant is responsible for supporting caregiver scheduling operations and after-hours communications to ensure continuity of care and timely issue resolution. This role acts as a first-line operational support, following documented procedures to manage schedules, respond to urgent needs, and escalate issues appropriately. This position does not operate independently or make clinical or policy decisions. Success is driven by accuracy, responsiveness, calm communication, and strict adherence to scheduling protocols and escalation paths.

Work Schedule - This role may include one or both of the following, depending on assignment and business needs:

• Scheduler Coverage: Regular business hours aligned with U.S. time zones
• On-Call Coverage: After-hours support, including evenings, overnights, weekends, and holidays
• Coverage may be rotational or assigned based on team structure

Core Responsibilities

• Scheduling & Coverage Management:
  • Review daily and future schedules and update assignments in client-approved scheduling platforms such as WellSky, AxisCare, AlayaCare, SwyftOps, or similar systems.
  • Monitor shift coverage to ensure all visits are assigned, confirmed, and properly staffed.
  • Manage call-offs, cancellations, and last-minute schedule changes following established protocols.
  • Offer open shifts to pre-approved caregivers and confirm replacements.
  • Track attendance concerns, missed clock-ins/clock-outs, scheduling discrepancies, and document all actions for handoff to daytime staff or management.
• After-Hours Communication & Escalation:
  • Respond promptly and professionally to calls, texts, and emails from caregivers, clients, and internal staff.
  • Communicate approved schedule changes, updates, and instructions accurately.
  • Follow escalation procedures for staffing shortages, client concerns, safety issues, and urgent operational matters.
  • Maintain professionalism, calm communication, and composure during time-sensitive or high-pressure situations.
  • Ensure urgent concerns are routed to the appropriate contact or leadership based on established protocol.
• Documentation & Reporting:
  • Record incidents, updates, and resolutions in the designated CRM, tracker, or communication system.
  • Prepare clear End-of-Shift or End-of-Day reports covering coverage gaps, escalations, and unresolved items.
  • Maintain complete and accurate documentation for visibility, accountability, and follow-up.
  • Ensure all reports and trackers are updated before handoff to daytime staff or management.
  • Follow HIPAA, company privacy standards, and documentation requirements at all times.
• Caregiver & Client Support:
  • Provide caregivers with documented visit details, schedules, and client-specific instructions.
  • Assist caregivers with basic scheduling or timekeeping issues within approved scope.
  • Respond to client inquiries with empathy, clarity, and professionalism.
  • Support continuity of care by following coverage and escalation procedures.
  • Communicate only approved information and ensure concerns are properly documented or escalated.
• Administrative & Coordination Support:
  • Organize after-hours communications, reports, and updates for a smooth daytime handoff.
  • Update client and caregiver records accurately in scheduling systems.
  • Support scheduling, recruitment, or administrative tasks as assigned and documented.
  • Maintain organized trackers, logs, and communication records for operational visibility.
  • Coordinate with internal teams as needed to support timely follow-up and service continuity.

Qualifications

• Graduate of a 4-year course or a Bachelor’s degree
• Excellent English communication skills (written and verbal)
• Strong attention to detail, follow-through, and time management
• Ability to work independently while following structured processes and SOPs
• Familiarity with Google Workspace, Microsoft Office, Slack, and similar tools
• Willing to work an 8-hour graveyard shift - PH Time, aligned with U.S. business hours
• Stable internet connection (Minimum of 100MBPS for Download Speed; Minimum of 50MBPS for Upload speed) and reliable computer equipment (Minimum of Intel Core i5 or equivalent with minimum 8GBs of RAM) - With backup device.

Preferred (but not required)

• Experience in administrative support, customer service, healthcare support, or operations
• Familiarity with EMRs, scheduling tools, or productivity platforms (Specific software experience is not guaranteed unless contractually required by the client)

Training & Performance Expectations

• All Virtual Assistants undergo structured onboarding and role-based training
• Client-specific systems, workflows, and service standards are taught during onboarding
• Ongoing feedback, coaching, and performance check-ins are part of the role
• Success is measured by accuracy, reliability, communication, and adherence to process

Compensation & Benefits

• Competitive compensation package starting commensurate with experience and role alignment
• Paid training and structured onboarding
• Fully remote work setup, including a company-issued laptop and noise-canceling headset (subject to role and eligibility guidelines)
• HMO health coverage, subject to company eligibility requirements
• Performance-based annual salary increases
• Paid Time Off (PTO) to promote work-life balance and well-being
• Retention bonus for long-term team members
• Referral bonus program
• Performance bonuses and incentive programs are available upon reaching 6 months of tenure
• ABS is intentional about building long-term professional partnerships, not short-term or gig-based arrangements.

Why Join Ascension Business Solutions?

• You are not working alone — you are backed by a company
• Clear SOPs, documentation, and escalation support
• Long-term stability with role mobility and growth opportunities
• Structured training, coaching, and performance management
• Values-driven culture guided by Love, Support, and Excellence

How to Apply:

Complete the Application Form and include the following:

• Vocaroo introduction link
• Updated resume
• Device specifications screenshot
• Internet speed test result

⚠️ Incomplete applications may not be processed.